Genesys appoints SalesForce as reseller

Genesys appoints SalesForce as reseller

Contact centre solutions specialist, Genesys Telecommunications Laboratories, has appointed SalesForce Professional Services as a value-added reseller.

The agreement cements a longstanding business relationship between the two companies going back to 1998, when SalesForce's contact centre began using the vendor's software.

Genesys managing director, Jason Stirling, described the agreement as a strategic move based on the emerging trend of contact centre growth in India, where SalesForce was moving into.

"The benefit of the VAR model is as a vendor we can run our business a little leaner and we can also get into more vertical markets and customers," he said.

Its channel was run via an Interacts agreement that set targets, licensing, market development funds and support agreements, he said.

Genesys, an Alcatel-owned company, has a channel made up of eight value-added resellers in Australia and New Zealand and a number of independent software vendors including Siebel and SAP.

"We have now got a customer [in SalesForce] which runs the call centre and understands the business very intimately," Stirling said. "It can go out and promote that type of activity to its customers."

Chief executive of SalesForce, Gary Smith, said the VAR agreement allowed his company to extend the relationship from being a major reference site for the contact centre vendor.

"We have established a new business, SalesForce Professional Services, which is a business to commercialise a lot of the intellectual property that's been built around the Genesys platform," he said.

Melbourne-based SalesForce was bought by locally owned customer contact specialist, Salmat, last month for $64 million.

Smith said he saw good opportunities through the merger.

"Salmat themselves don't have a professional services commitment in the way we have now embarked upon so I would think there are plenty of opportunities," he said.

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